Professional Services Consultant (Senior Level)

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels.

In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M. In 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.

About the Role

As a Professional Services Consultant at Kustomer, you will play a critical role in onboarding and supporting new customers, guiding them through the setup, configuration, and optimization of the Kustomer platform. You will work closely with customer teams to ensure seamless implementations, high user adoption, and long-term customer success. Your work will be vital in transforming how businesses leverage Kustomer’s powerful CX tools to deliver world-class customer support.

You’ll be responsible for:

• Leading customer onboarding and configuration sessions to maximize the value customers gain from the Kustomer platform

• Managing multiple, concurrent customer implementations or onboardings, ensuring projects are completed on time and within scope

• Acting as a subject matter expert on the Kustomer platform, including API integrations, automation, and omnichannel capabilities

• Collaborating closely with customer technical and support teams to integrate the Kustomer platform with internal systems and external applications

• Partnering with Sales and Customer Success teams to provide a seamless handoff from presales to post-sales engagements

• Facilitating customer workshops, technical training, and Q&A sessions, both onsite and remotely, to drive platform adoption and operational efficiency

• Identifying, communicating, and troubleshooting platform issues in collaboration with Kustomer’s Product and Engineering teams

• Building strong customer relationships, acting as a trusted advisor to help customers leverage Kustomer’s full suite of capabilities

• Developing and documenting best practices, implementation guides, and customer success stories to enhance future onboarding processes

• Escalating project risks and issues proactively, ensuring timely resolution and customer satisfaction

Your qualifications:

• 5+ years of professional consulting experience, preferably in a customer-facing role within the SaaS or CX technology space

• Experience with CRM or Customer Support platforms, ideally Kustomer, Salesforce, Zendesk or similar customer support systems

• Technical aptitude with experience in customer support automation, chatbots, and workflow optimization

• Familiarity with API-based integrations and workflow tools (e.g., event-driven processes, webhooks, API calls)

• Familiarity with agentic AI concepts (e.g., autonomous workflows, AI-driven resolution/routing) and comfort configuring and optimizing AI-powered features within a SaaS platform

• Understanding of data migration concepts, including working knowledge of querying, reconciliation, and basic scripting logic

• General awareness of web technologies and frameworks (e.g., JavaScript, Node, React) for solution validation and troubleshooting

• Exposure to authentication and authorization standards such as SSO and OAuth, with the ability to guide clients on implementation best practices

• Excellent communication, interpersonal, and writing skills

• Proven ability to manage complex projects and customer relationships

• Ability to work independently and prioritize multiple projects simultaneously

• Bachelor’s Degree or equivalent work experience in a related field

• Willingness to travel for customer engagements as needed

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.
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Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.